Features, settings & updates

[Noldog]

I’m experiencing the same issue. When can we expect a fixed version? 

[RokuCarly]

Welcome and thank you for posting here in the Roku Community, @Noldog!

We'd be more than happy to assist you with your concerns.

Before proceeding, may we know what specific sound you are referring to? Is it the audio of a certain app? Kindly specify what kind of sound/audio you are having issues with so we can provide you with an accurate resolution.

We'll be waiting for your response!

Best regards,
Carly

[Mikasman]

@RokuCarly 

As others have said earlier in the thread, it looks like the HDMI connection between the streaming stick and the TV is being treated like a DVI connection (at least on TCL 48FS4610 TVs). After the Roku loading screen, the TV cycles through HDMI1, HDMI2, and then a purple band flashes and it says 'DVI 1920 x 1080'.  Since DVI doesn't support audio, there's no audio from the Roku either on the home screen or in any app. 

The workaround that users in this thread have discovered is to wait to unplug the cable and then wait to plug the HDMI cable back into the Roku until after the Roku has fully booted up, which is an annoyance.  Whatever part of firmware update 12.5.0 that caused this issue on bootup for certain TCL TVs needs to be patched or reverted (@dot0 speculated it could be a race condition with testing the connection type, but regardless something appears broken with the Roku's ability to establish an HDMI connection only since the 12.5.0 release).

[RokuCarly]

Thank you for the added information, @Mikasman!

In this instance, we will request additional reinforcement from the relevant Roku team for further review and find you the best resolution possible. 

With this being said, kindly provide us with the following:

• Roku device model, serial number, device ID, and OS version. (this can all be found in Settings > System > About)
• Tracker ID (when you see this issue occur, press the Home button 5 times, followed by the Back button 5 times, and provide us with this ID)

We'll be anticipating your response!

Best regards,
Carly

[Mikasman]

@RokuCarly 

Model - 3900X - Roku Express

Serial Number YG00G6569391

Device ID - C337CG569391

Software Version 12.5.0 Build 4178-51

GC Version 10.4.45

Issue ID - 91-511-106

[RokuCarly]

Thank you for providing us with the requested details, @Mikasman!

Rest assured that this will be forwarded to the appropriate Roku team for further review.

Once more information will be provided, we will make sure to update this thread.

In the meantime, your patience and understanding are highly appreciated. 

Best regards,
Carly

[GerryAvtwx]

Is there any update on resolving this issue ?

I have discovered the exact same issue on my Avtex tv since software update